Call Centre Unit Manager

Job Responsibilities

• Develop Customer Service SOPs and Call Centre SOPs to as the guideline for branches to implement.
• Make sure branch follow SOPs that has been created.
• Conduct process walk through branch by branch at least once a month, to ensure all branches strictly follow the SOPs.
• Review and initiate new idea and process improvement for better customer experience. 
• Handling customer complaints & feedback and resolve the complaint follow Customer Complaint Policy. 
• Report customer complaint to NBC on monthly basic.
• Provide regular training to branches on customer service.
• Manage to release branches staff when needed.
• Report to Head of Operations on weekly and monthly basic related to customer experience and customer complaint.

Job Requirements

• At least bachelor’s degree in related field.
• Experience in banking customer service for at least 4 years.
• Experience in developing SOP for customer service and call centre
• Understand about vision, mission, core values, regulations, and other principles of the bank.
• Well understanding on banking operations work flow, process and customer service.
• Well understand on AML/CFT and other compliance issue.
• Experience in managing people.
• Good presentation skill
• Good computer skills: Microsoft Office.
• Sound good at English communication

For the interested candidates, please send your updated cv to hr@hhbank.com or telegram: 015713999